Job Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.
Position Overview
Position is for a Services Operations Manager/Functional Services Delivery Manager, preferably with implementation/Support background in Oracle EBS or Fusion/SAAS Applications.

• ORACLE SAAS/Ebiz/PSFT/CX/Siebel Functional Service Operations Manager/Functional Services Delivery Manager

• WORKING IN SHIFTS IS A PRE REQUISITE
• Mandatory skills in Applications. Hands on experience in implementing/supporting <15 Years Plus>
  • Oracle SaaS – Fusion HCM, ERP, SCM
  • Oracle SaaS – CX suite of products
  • Oracle SaaS – EPM Suite of products
  • Oracle Analytics Cloud Services
  • Oracle PaaS for SaaS
  • Apps Unlimited – EBS, PSFT, JDE, Hyperion
• Candidates with Oracle SaaS – CX suite of products will be preferred.
• Below are the manager attributes required for the above technologies
  

• Escalation management:
• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
• Responsible for adherence to customer’s SLA’s as well as internal productivity targets
• Scoping and executing the Services
• Manage resources performing the Services, work assignments, prioritization
• Gather metrics and drive process improvement
• Resource Staffing, Skill Development, Training and Utilization
• Manage Risks, Issues, Mitigation and Escalations
• Ensure Process Compliance
• Responsible for Quality Audits
• Proactively escalates where required to Oracle Senior Management
• Manages Contract and Invoicing issues
• Work with the customer to become a reference
• Work on internal project & initiatives which require temporary region-wide access to data
• Support Pre-sales efforts
• Review existing services including to ensure a thorough understanding of the requirements
• Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
  • Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
  • Produce regular and accurate progress reports
  • Regularly update the users and ACS team on progress against Plan
  • Implement Service Improvement policy and processes
  • Establish priorities
  • Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
  • Plan for service growth
    

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  • Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
  • Leverages Key Oracle Senior Management to drive Oracle’s commitment and partnership within customers organization
  • Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
  • Manage overall service delivery
  • Support Oracle Business Development initiatives
    

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  • Provides Program oversight and direction to the delivery team to meet customer objectives
  • Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement.
  • Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues
  • Coordinate Executive Meetings

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  • Ensure that Oracle’s services are being provided as per contractual obligations
  • Responsible addressing Billing and Contract Financial issues
    

• Other Attributes which are required
  • Provides functional and technical help to Support Engineers for resolving various issues
  • Closely work with counterpart leads of Customer for periodic review and improvements
  • Creates reusable components
  • Proactively suggests Product Improvements and new functionality
  • Focuses on Quality and efficiency of Issue resolution
  • Participates in different Oracle Community Groups/forums
  • Available 24/7 for escalations
  • Application setup and configuration assistance
  • Ensures customer satisfaction through timely and efficient completion of deliverables
  • Ensures the team addresses all relevant issues within the compliance and customers coding standards
  • Monitors the performance of the team members
  • Assures accountability, ownership, and quality of delivery
  • Encourages team cohesion and timely communication
  • Prepares and delivers regular reports on the progress and outstanding issues
    

• Address and follow up on special, urgent, sev-1 and escalation requests (including Prod Support & Dev teams)
• Escalations, Risks and Issue management
• Customer iterations thru email, phone calls and other media
  

• Handle process failures
• Handle exceptions requests
• Review/request update of outages and priority 1 failures
• Provide updates in Weekly Decom report
• Portal updates:
  • Entitlement Delivery:
  • Customer Status Reporting:
• Prepare, distribute SR & RFC Review report & chair conference call (source MOS, ISP, Analytics)
• Billing & Collection tasks
  • Follow up on Contract & Billing issues
  • OMCS Contract Management & AR Aging Monitoring
• CSM/SDM Management Conference Call – Team meeting
  • If necessary discuss operation issues as well… your problem/your customer’s problem might not be unique
• Manage complex situations involving several LOBs/teams/3rd parties related to the customer services
• Customer evangelization:
• Cross & Up Sell when possible; identifying business opportunities
• Team building and other non-ad hoc tasks
  • Prioritize your own workload & Work-Life balance on a daily-weekly-monthly basis
  • Help your coworkers when asked (offer it beforehand sometimes…)
  • Participate in forums
  • Have a call with your sales renewal/sales person from time to time to discuss opportunities; market; other customers initiatives
• Time sheet
• Project Expenses